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Incident resolution with first call resolution


Francie Stafford is a service desk analyst who works on the Calbro Services service desk. She receives a call from Joe Unser, a Calbro Services benefits agents who cannot access one of his key applications, because he is locked out of his user account. Francie creates an incident request, resolves the incident for Joe, and then closes the incident request.

The following table describes the typical steps involved in this user scenario: 

Role

Tasks and actions

Explanation

Customer

Contacting the service desk

Joe Unser, the service desk customer, phones Francie Stafford on the service desk

Joe Unser needs to have one of his user accounts unlocked, and calls the service desk to open an incident request.

Service desk analyst

Registering the incident request record

  1. On the Incident Management console, Francie clicks Create, to open a new incident request record.
  2. Francie enters the first few letters of Joe's email address on the incident request form and then presses Enter. The application matches the email address and fills in part of the incident request record based on the contents of Joe's People record.
  3. Francie selects the appropriate template to populate the new incident request record with basic information common to all requests of this type.
  4. In the template, Francie sees a set of work instructions that describe how to unlock Joe's account.

Francie Stafford receives Joe's call and, using the Incident Management Best Practice view, creates a new incident request record using the applicable template.

For detailed information about how to do this, see Creating an Incident request record by using a template.

Francie is able to unlock Joe's account while he is on the phone.

For detailed information about first call resolution, see First call resolution.

Service desk analyst and Service desk customer

Closing the incident request

  1. After unlocking Joe's account, Francie asks him to confirm the account has been unlocked successfully by logging into his application.
  2. Joe is able to log in, and confirms this to Francie.
  3. Francie then enters the resolution in the Resolution text box, makes sure that all other required fields on the incident request record are completed, and then moves the incident request record's Status to Closed.

While Joe is still on the phone, Francie asks him to confirm that his account is unlocked and that he can log in to his system.

Joe confirms this, so Francie updates the Incident Request with resolution information, closes the incident record and then saves the Incident Request.



For detailed information about closing incident request records, see Closing incident requests.


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Comments

  1. Leonard Warren

    Closing the Incident Request - The Work Detail is not required and is generally not used when resolving an Incident. What is required are the following: 1. Status Reason - state why the request was resolved. 2. Resolution - Provide details as to what was done to resolve the issue. 3. Resolution Categorizations - Under the Categorization tab, the Product Categorizations are passed to the Resolution Product Categorizations and must match to the company listed. Plus the Product Resolution Category should be populated.

    Nothing about the Work Detail is needed.

    Jan 05, 2018 08:26
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. The Use case is about a scenario, where the Service desk analyst can resolve the incident in the first call itself. In such a scenario, it is recommended that we close the incident with minimum steps. For more information, see Closing an incident request. Also, the document is modified to remove updating the Work Detail, but instead Resolution Field must be updated.

      Regards,

      Aditya


      Mar 14, 2019 05:23
  2. Leonard Warren

    Closing the Incident - The Service Desk Technician should not set the Status to Closed but set it to "Resolved." The Status Reasons are different for Resolved and Closed. Plus, customers prefer their technicians to get into the habit of Resolving the request before closing it. Suggest changing this to Status to Resolved.

    Jan 05, 2018 08:27
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. The Use case is about a scenario, where the Service desk analyst can resolve the incident in the first call itself. In such a scenario, it is recommended that we close the incident with minimum steps. For more information, see Closing an incident request.

      Regards,

      Aditya

      Mar 14, 2019 05:25
  3. Leonard Warren

    Example of Closing the Incident - Where it states, "Francie closes the incident request record" can be confusing as she can not record the Incident by not saving it. Suggest, "Francie updates the Incident Request with the resolution information and then saves the Incident Request."

    Jan 05, 2018 08:28
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. I have updated the document.

      Regards,

      Aditya

      Mar 14, 2019 05:36